Interesting Twitter-behaviour from the CMO of big company... I think he did all the mistake that could be done while dealing with negativity in social web :)
Brian
· 4 months ago
Great post. I think the tweet cam is a sweet addition to twitter
Miguel
· 4 months ago
I was glad I started my twitter app with OAuth but you are worrying me now :(
BebopDesigner
· 4 months ago
Great post! Love the BestBuy twitter conversation. Hilarious! Cheers.
Rob
· 4 months ago
I have a problem with all these pundits, bloggers who start off a question by using an argumentative tone as a conversational tone. GeorgeMeacham initially attacks the pricing model - $99 online, $149 offline. GM doesnt like this! This is a BestBuy pricing strategy. If GM doesnt like it he should just say it and leave it at that. GM is free to blog about the difference costs but not tell the store how to run their business model and be upset they dont take his advice.. Again he can be professional and comment but GM is being reactionary.
I read the blog and it is well written. I am puzzled as to why he didnt use his Credit Card on line at home. Does his daughter have a credit card? He needs to clarify if they bought online whose credit card they would use? This is not clear to me.
I am glad the BestBuy clerk "overode" the cost. Speaks well of the store and BestBuy. To me DM was presented with alternatives and was able to resolve the problem.
DM should also post the online add. It is not clear to me if BestBuy stated on twitter - web only?
All in all the situation seemed easily resolvable and DM's tone in the tweets was unduly harsh.
We all face these issues as we are limited to 140 chars. This does present challenges. Also we need to police TwitterRage!
I have run up against the same issues where bloggers or twitters attack. I take a look at their sites and blogs and usually find ur in a no win situation. I am seeing these pundits use their status as a bully pulpit. But then, I ask, would u buy from GM?
In the cases I have reviewed, the pundit treated the space as his own and have a right to dictate and condemn. It is easy to see the pundit's track record and their history.
In the past my reactions, I have overacted in my responses (Still think my reaction against LinkedIn becoming a 800lb gorilla is justified.) However, this is an issue with online usage by bloggers, twitterers, etc. We must police ourselves.
IMHO Best Buy CMO was correct in his reaction.
Aleksandre Asatiani
· 4 months ago
The simple rule applies to the cases like that: "The customer is always right... even when he/she is very wrong" that's it. And you especially should keep this in mind when you are holding this kind of conversation with customer publicly, on twitter or blog or facebook.
memery26
· 4 months ago
And sometimes the customer is a douchebag. Note: not saying that DM above is one, he seems reasonable enough.
The customer is not always right - that kind of mentality has eroded so much accountability and moral decorum in our culture, all in the name of profits.
Rob
· 4 months ago
I learned early on the customer is NOT always right. The question is how much risk do you want to assume? In a retail store you can interview your people and the customer plus read their body language. Then calculate risk and make a decision on how you should react.
Online alters all that! You can’t talk to anyone in person. With social media, you need someone reviewing your backlinks and diffusing the situation.
Lets face it! There are nasty people out there as well as bad business practices. For example, I paid $100 for a yearly Mac Me account. I soon found out that there is no customer support or anyone to talk to. I had to accept that this was forced down your throat. Two months before my account expired, I had serious issues and was unable to resolve this with an email, phone or live person. So I dropped them and no one at Apple cared. Now I hear there is a live chat but it is buried so deep, good luck in finding it.
However, the consumer is just as devious if not more. I have seen people run scams in banking and retail. Some people just want to wear you down. This is where you better have a rock solid terms & conditions policy!
Hence, I support telling the customer they are wrong, but you assume the risk and must have the resources to combat this.
To date, I have not heard of businesses bringing slander/libel cases against the rogue customer who blasts their opinion using social media, because there is a traceable record. I do wonder how long before this occurs.
I like the commercial on Saturday morning where they are asking kids who text in anger - would you say this to them in person. Think how much this hurts.
Social Media has empowered people to do have a voice but they must speak with good intent and professionalism. But the pundits are working to set the stage for a show down because this means more press for their ego!
I also challenge people to read their past blog postings, tweets, etc and ask – Would I do business with this person?
P.S. One caveat, in the past, I have made this mistake and regret my action. Time for everyone to pause!
memery26
· 4 months ago
I agree with Rob, give the Best Buy guy a break. People shoot their mouths off all over the place and catch no flack because they're nobodies. Being insignificant doesn't give you license to say what you want, yet wax poetic when higher ups do the same.
Rich_Weaver
· 4 months ago
Excellent, throw Mashable in there and its a complete set of "look 2 trends 4 futurization!" of the twit.
Glenn Gillen
· 4 months ago
You've also got http://twaud.io/, like the cam sharing services but just for audio. Which is great for concerts or memos of your phone or whatever.
Michael A. Stelzner
· 4 months ago
Hi Jennifer;
I think the live video sharing may be the biggest trend on your list.
I gave TwitCam a try (my first every video stream) and it was really cool!
Thanks for your great work.
Mike
internet telefonie digitale tv
· 4 months ago
Great post. Funny to read about the missteps by the bigbrands ;)
James
· 4 months ago
How did @BestBuyCMO misspeak? If you undresatnd business you would understand where was coming from? It costs them less to sell from the website than it does to sell from a brick & mortar store. What do you want them to do? For their prices to be the same as in store would cost YOU more.
FreeTwitterForum
· 4 months ago
Nice I am loving the look of the twitter cam. I think I am going to go and check it out right now actually.
Song
· 4 months ago
For the internet entrepreneurs out there, VCs seem to agree with the assessment that Twitter would enable interesting opportunities such as ones highlighted on this and other posts. http://bit.ly/iU2Ly
Is anybody working on producing predictive analytics on the tweets?
Site Submit URL
· 4 months ago
Wow, Thanks for this list
suchinwebs
· 4 months ago
Thanks for the sharing this website. it is very useful professional knowledge. Great idea you know about company background. web application development
I have noticed a sad trend on twitter lately. My twitter account is being followed by porn spammers. I notice a few strange followers every day, forcing me to weed through my new followers and to block them. Similar like with email a few years ago, the pattern is: profile picture is a sexy girl and tweeting that I can find her pics at . Will we all need twitter spam filters very soon? Tom
All Comments
Social Shopping using Twitter (http://bit.ly/V6nCX)
James F.
Owner, TwitterBackground.com
I read the blog and it is well written. I am puzzled as to why he didnt use his Credit Card on line at home. Does his daughter have a credit card? He needs to clarify if they bought online whose credit card they would use? This is not clear to me.
I am glad the BestBuy clerk "overode" the cost. Speaks well of the store and BestBuy.
To me DM was presented with alternatives and was able to resolve the problem.
DM should also post the online add. It is not clear to me if BestBuy stated on twitter - web only?
All in all the situation seemed easily resolvable and DM's tone in the tweets was unduly harsh.
We all face these issues as we are limited to 140 chars. This does present challenges. Also we need to police TwitterRage!
I have run up against the same issues where bloggers or twitters attack. I take a look at their sites and blogs and usually find ur in a no win situation. I am seeing these pundits use their status as a bully pulpit. But then, I ask, would u buy from GM?
In the cases I have reviewed, the pundit treated the space as his own and have a right to dictate and condemn. It is easy to see the pundit's track record and their history.
In the past my reactions, I have overacted in my responses (Still think my reaction against LinkedIn becoming a 800lb gorilla is justified.) However, this is an issue with online usage by bloggers, twitterers, etc. We must police ourselves.
IMHO Best Buy CMO was correct in his reaction.
The customer is not always right - that kind of mentality has eroded so much accountability and moral decorum in our culture, all in the name of profits.
Online alters all that! You can’t talk to anyone in person. With social media, you need someone reviewing your backlinks and diffusing the situation.
Lets face it! There are nasty people out there as well as bad business practices. For example, I paid $100 for a yearly Mac Me account. I soon found out that there is no customer support or anyone to talk to. I had to accept that this was forced down your throat. Two months before my account expired, I had serious issues and was unable to resolve this with an email, phone or live person. So I dropped them and no one at Apple cared. Now I hear there is a live chat but it is buried so deep, good luck in finding it.
However, the consumer is just as devious if not more. I have seen people run scams in banking and retail. Some people just want to wear you down. This is where you better have a rock solid terms & conditions policy!
Hence, I support telling the customer they are wrong, but you assume the risk and must have the resources to combat this.
To date, I have not heard of businesses bringing slander/libel cases against the rogue customer who blasts their opinion using social media, because there is a traceable record. I do wonder how long before this occurs.
I like the commercial on Saturday morning where they are asking kids who text in anger - would you say this to them in person. Think how much this hurts.
Social Media has empowered people to do have a voice but they must speak with good intent and professionalism. But the pundits are working to set the stage for a show down because this means more press for their ego!
I also challenge people to read their past blog postings, tweets, etc and ask – Would I do business with this person?
P.S. One caveat, in the past, I have made this mistake and regret my action. Time for everyone to pause!
I think the live video sharing may be the biggest trend on your list.
I gave TwitCam a try (my first every video stream) and it was really cool!
Thanks for your great work.
Mike
Is anybody working on producing predictive analytics on the tweets?
web application development
Tom